Ccw Digital: A Customer Service Online Platform
- Autor: Vários
- Narrador: Vários
- Editor: Podcast
- Duración: 39:43:06
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Sinopsis
By providing members with a complimentary, 24/7/365 opportunity to engage with countless, exclusive online resources and a series of award-winning conferences at which they can interact without wires, CCW Digital will create a better, more empowered breed of call center professionals that will deliver a better, more satisfying experience for customers and business stakeholders.
Episodios
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Ep. 121: Insights From CCW Award Finalists
01/08/2019 Duración: 17minIn the hours leading up to the 2019 CCW Excellence Awards, we caught up with two of this year's finalists. First, Northwestern Mutual discusses how his organization is making an omnichannel customer experience a reality. He also shares his perspective on empowering employees. We then welcome Alex Gross of BARK, who shares how his company is using actionable insights - and an unflinchingly customer-centric (and dog-centric) attitude - to achieve impressive customer experience outcomes.
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Ep. 120: Turning Great Customer Data Into Excellent Customer Experiences
25/07/2019 Duración: 11minWe love to talk about 360-degree customer views, real-time analytics and actionable intelligence. Putting the insights into action? Well, that's another story. Luckily, CCW participants from Verizon and Verint are here to discuss the mechanics of collecting and leveraging high-caliber customer insights -- across the entire organization. They reveal how to give data meaning to internal stakeholders, which in turn allows them to create true value for customers.
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Ep. 119: Making Omnichannel Engagement Work For Customers
18/07/2019 Duración: 11minThe rise of "connected technology" and new contact channels should be creating more valuable, convenient experiences for customers. Instead, they often create more complexity and headaches. In this interview from CCW Vegas, speakers from August Home and UJET reveal how to avoid this complexity - and create digital interactions that your customers actually want to pursue.
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Ep. 118: Jim Tincher
11/07/2019 Duración: 12minCustomer-centric brands do not settle for mapping journeys; they focus on orchestrating great experiences. In this interview, industry influencer Jim Tincher reveals how to create easy, valuable experiences at all key moments of truth. Rather than a source of frustration, your journey will drive more satisfaction, loyalty and advocacy.
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Ep. 117: Tim Heidemann, College Hunks Hauling Junk & Moving
04/07/2019 Duración: 16minCollege Hunks Hauling Junk & Moving won the award for best-in-class contact center at the 2019 CCW Excellence Awards. In this interview, support lead Tim Heidemann reveals how his company achieved excellence. More importantly, he shares how College Hunks will remain customer-centric as it embraces new technology and scales its operation.
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Ep. 116: Sateesh Seetharamiah, EdgeVerve
04/07/2019 Duración: 09minThe most common use cases for CX automation are for not for the customer; they're designed to augment agent performance. The biggest challenge for agents is having to do back-office tasks and search knowledge bases while servicing a customer, hence the importance of robotic process automation and striking a balance between the human touch and automated processes. In this podcast interview with CCW Digital, Sateesh Seetharamiah, vice president and global product head at AssistEdge for EdgeVerve, a subsidiary of Infosys, discusses why cutting-edge CX automation tools combine RPA with artificial intelligence to augment agent performance.
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Ep.115: Angel Vaccaro
27/06/2019 Duración: 32minHow do you provide the best customer experience in your industry? Deloitte partner Angel Vaccaro discusses how the definition of a "good" customer experience has changed over the last 20 years and how businesses can keep up by combining personalization technology with the human touch. "Know me, know what I want so that when you're interacting with me you're giving me messaging that makes sense for me as a human," says Vaccaro. In this podcast, Vaccaro gives examples of how brands can build an emotional connection with their customers.
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Ep. 114: Lisa Stoner
20/06/2019 Duración: 26minInnovative products bring customers in the door, but amazing experiences keep them coming back for more. A firm believer in this mindset, Uber's global support lead Lisa Stoner reveals how she is creating a service experience as disruptive as the company's product suite. As part of this discussion, she addresses the ongoing relevance of outsourcers as well as opportunities to create a more diverse, inviting culture inside the organization.
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Ep. 113: How AmFam Creates A High-Value CX
13/06/2019 Duración: 23minWe all want our agents to focus on "high-value work." We all want to elevate efficiency without compromising customer centricity. But how do we achieve this optimal customer contact operation? In this week's episode, two leaders from American Family Insurance share their thoughts. They reveal strategies for identifying high-value tasks, while also discussing the impact of lean methodology on the overall CX effort.
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Ep. 112: Cindy Gallagher
06/06/2019 Duración: 23min“If you don’t set those goals, you don’t know where you’re going. Your customers are going somewhere. You need to lead them as well.” -Cindy Gallagher
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Ep. 111: Looking At 20 Years Of Customer Centricity
30/05/2019 Duración: 29minBoth CCW and Alorica are celebrating their twentieth anniversaries. As part of the occasion, Alorica president Colleen Beers joins our podcast to reflect on the past two decades of customer contact. How have customer demands evolved? Which technologies have changed the game? Beers also looks toward the future of the space, while commenting on the importance of women-in-leadership initiatives.
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Ep. 110: Lessons In Connections From Dell & Comcast
23/05/2019 Duración: 28minHumanity is the theme of today's two-part episode. First, Deb Zell shares how Dell Technologies uses contact center data to better understand (and deliver for) our customers. Later, Mel Penna reveals how Comcast adopts a human perspective to CX strategy, including the decisions it makes about processes and technologies.
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Ep. 109: Ben Judy and Lily Bather, 7-Eleven
16/05/2019 Duración: 24minUX designers Benjamin Judy and Lily Bather discuss how they're building the next generation of 7-Eleven digital products to transform convenience retail into an on-demand experience. Lily is an interaction designer who is working to enhance the retail experience by crafting 7-Eleven’s next generation of software applications, like the 7NOW mobile app. Ben, meanwhile, leads the UX team at 7-Eleven from a one-man army into an 18-person operation in just four months.
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Ep. 108: Margot Dear, ADP
09/05/2019 Duración: 23minADP's innovation centers in Pasadena, CA and Chelsea, New York are a hive of prototyping, testing and experimentation. Margot Dear, senior director of customer experience for ADP's compliance solutions, tells CCW Digital about how the agile movement around design thinking caused a sweeping culture change in the organization. "All of a sudden you have VPs sitting side by side with designers and working together to whiteboard solutions." ADP provides cloud-based solutions to help employers manage payroll, HR and recruitment services.
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Ep. 107: Meghan Borsic, Amazon
02/05/2019 Duración: 14minHow do you become the largest e-commerce company in the entire world? User experience design. Amazon is constantly experimenting and rolling out new features that put the customer first, experimenting with same-day delivery, drones, and even brick-and-mortar stores. Meghan Borsic, Head of UX Research & Design for Consumer Electronics at Amazon talks innovation and why some organizations aren't able to sustain it.
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Ep. 106: Reimagining Workforce Management
25/04/2019 Duración: 22minAs customer demands change, so too do expectations for contact center employees. Workforce management is consequently taking on renewed importance, and Thomas Kim of CIBC shares best practices in this exclusive interview.
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Ep. 105: Robert Gofourth, Making Human Connections
18/04/2019 Duración: 18minIn this exclusive interview, Robert Gofourth of Blue Cross Blue Shield NC does not simply advocate for a switch to a competency-based quality model. He dives deep into the competencies necessary to connect with customer's in today's market.
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Ep. 104: Lexi Emmons
11/04/2019 Duración: 18minTraditional quality scoring is broken. Lexi Emmons of Bright Horizons joins the CCW Digital podcast to provide the solution. Learn how to incorporate factors like emotion, empathy and personal connection into your assessment.
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Ep. 103: Shep Hyken
02/04/2019 Duración: 21minBest-selling author Shep Hyken reveals why "convenience" is the centerpiece of a great customer experience.
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Ep. 102: Chad Schott, HomeAdvisor + Brian LaRoche, CallMiner And Marvie Wright, Qualfon + Brian LaRoche, CallMiner
28/03/2019 Duración: 40minWhat does it take to turn customer insights into customer-centric action? CCW Nashville speakers share their tips and strategies in this two-part episode.